[OR] [MCIS] [E3] [CBS] [1] [DP] Policy Issuance and Underwriting

CBS-1 Policy Issuance and Underwriting

Introduction

Operational Resilience requires organisations to understand not only their high-level Critical Business Services (CBS), but also the operational processes that collectively enable those services to be delivered consistently under both normal and disrupted operating conditions.

For MCIS Insurance Bhd (MCIS), CBS-1: Policy Issuance and Underwriting represents one of the organisation's most fundamental customer-facing services, as it establishes the contractual relationship between the insurer and policyholder while ensuring that underwriting decisions remain aligned with the organisation's risk appetite, regulatory obligations, and product governance requirements.

Breaking this Critical Business Service into a structured catalogue of Sub-Critical Business Services (Sub-CBS) enables MCIS to understand how policy issuance is delivered from the initial customer application through underwriting assessment, policy approval, issuance, and ongoing quality assurance.

Each Sub-CBS represents a meaningful operational process rather than an individual activity or system function, providing an appropriate level of detail for Operational Resilience planning.

The identification of these Sub-CBS processes supports several key Operational Resilience activities, including:

• Mapping end-to-end operational workflows.
• Identifying interconnections and interdependencies across business units.
• Understanding dependencies on people, technology, information, facilities, and third-party service providers.
• Assessing the impact of disruptions at each stage of the service lifecycle.
• Establishing Impact Tolerances for critical operational processes.
• Developing severe but plausible disruption scenarios.
• Supporting resilience testing and continuous improvement initiatives.

Collectively, the Sub-CBS catalogue provides an end-to-end representation of how MCIS delivers its Policy Issuance and Underwriting service while providing the level of operational detail necessary for resilience analysis and implementation.

Table P1: Detailed Processes for CBS-1

End-to-End Operational Lifecycle

The Sub-CBS processes collectively represent the complete operational lifecycle of Policy Issuance and Underwriting:

This lifecycle demonstrates that resilience extends beyond underwriting decisions themselves.

It encompasses the supporting governance, control, communication, recovery, and monitoring processes necessary to maintain continuous service delivery during operational disruption.

The decomposition of CBS-1: Policy Issuance and Underwriting into fourteen operationally meaningful Sub-CBS processes provides MCIS with a structured view of how one of its most important customer-facing services is delivered across the organisation.

Rather than focusing solely on underwriting activities, the catalogue captures the complete service lifecycle—from application intake through underwriting assessment, policy issuance, operational administration, quality assurance, and service recovery.

This structured Sub-CBS catalogue forms a critical foundation for the Operational Resilience programme.

Each process can now be individually mapped to its supporting people, technology platforms, information assets, facilities, third-party service providers, and upstream and downstream dependencies.

This enables MCIS to identify potential concentration risks, single points of failure, and operational vulnerabilities that may threaten the continuity of the Policy Issuance and Underwriting service.

Furthermore, the Sub-CBS catalogue provides the basis for establishing Impact Tolerances, designing severe but plausible disruption scenarios, and conducting scenario testing in alignment with Bank Negara Malaysia's Operational Resilience expectations.

As subsequent implementation activities progress, these defined operational processes will enable MCIS to strengthen service resilience, improve recovery capabilities, and ensure that Policy Issuance and Underwriting remains deliverable within acceptable disruption thresholds while continuing to protect customers, policyholders, and the broader financial system.

eBook 3: Starting Your OR Implementation
CBS-1 Policy Issuance and Underwriting
CBS-1 DP	CBS-1 MII	CBS-1 ITo	CBS-1 SbPS	CBS-1 ST

For organisations looking to accelerate their journey, BCM Institute’s training and certification programs, including the OR-5000 Operational Resilience Expert Implementer course, provide in-depth insights and practical toolkits for effectively embedding this model.

 

More Information About OR-5000 [OR-5] or OR-300 [OR-3]

Gain Competency: For organisations looking to accelerate their journey, BCM Institute’s training and certification programs, including the OR-5000 Operational Resilience Expert Implementer course, provide in-depth insights and practical toolkits for effectively embedding this model.

To learn more about the course and schedule, click the buttons below for the [OR-3] OR-300 Operational Resilience Implementer course and the [OR-5] OR-5000 Operational Resilience Expert Implementer course.

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